Can;t update firmware on a Poly C60 IP Conference phone

boy412 · ‎02-07-2024

Hello all- I am having a very difficult time with updating the firmware on a Poly C60. Its currently running 5.9.5.3153. If I attempt to update via the Web GUI nothing happens after I agree to the EULA.

I am now attempting to upgrade via a Fat32 formatted USB drive but that doesn't seem to be working either. I am prompted to enter a password after plugging in the USB drive, which I enter. Then I am asked "are you sure", which I say YES to. Then nothing. The mute LED's flash red and have continued to do so for 30+ minutes.

I read another post where a user was instructed to set the base profile to Skype for Business, which I have tried but have not had any success with.

The end goal is to be able to use this as a Zoom Room controller, since the previous Poly Trio phones I am experienced with are now EOL.

SteffenBaierUK · ‎02-07-2024

Hello @boy412 ,

welcome to the HP Poly community.

A good starting point would be the logs. Our public VoIP FAQ:

Oct 11, 2011 Question: How can I troubleshoot configuration Issues via Log Files or the phone GUI?

Resolution: Please check => here <=

or

May 11, 2018 Question: Why do I get a "Failed to fetch available software from the Poly hosted server" error message or able to download list but unable to upgrade/downgrade?

Resolution: Please ensure your firewall allows outbound network traffic as shown => here <=

If this all fails, and no other volunteer replies, I suggest you contact our Support organization in your region. Details are in my Signature.

Best Regards

Steffen Baier

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Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN

boy412 · ‎02-07-2024

OK...I have gotten this to work. The steps to do this were:

• Reset the phone to factory defaults

• Step through the initial setup wizard (define a PW, set the language, time zone, etc)

• Choose Skype for Business as the profile

Choosing some other profile then changing to Skype for Business at a later point did not work! You have to choose the Skype for Business profile right after the factory reset. Once I did that I was able to upgrade the firmware via the USB drive as expected.

Whew!

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